Philips Lead SW Technical Support Engineer in United States of America - Home Based, Massachusetts

see attached word docx. Thanks

In this role, you have the opportunity to

Serve as a lead, providing guidance and mentorship for the L1 team and be a point of contact for service desk issues. Serve as a major point of escalation within Technical Support model, acting as an important interface between the customer and L2 teams.

· Perform as service desk manager, when the SD manager is unavailable

· Perform queue management and case assignment, as required

· Perform case resolution on issues at the apex of level 1 ability to resolve or require changes.

· Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.

· Provide world class customer service while performing and documenting this knowledge

You are responsible for

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs

  • Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues

  • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation

  • Log all service data required for tracking

  • Maintain a high level of technical competence on Philips solutions and related technologies

  • May act as subject matter expert on specific product group(s)

  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support

  • Contribute to the knowledge base and create knowledge base materials You are a part of The Philips Enterprise Imaging and Clinical Informatics Business Unit which provides a comprehensive solution for medical image storage and enterprise distribution. Our Software as a Service solution stores images for millions of patients across hundreds of hospitals around the country and helps clinicians acquire, analyze, and interpret clinical data so they have the care-specific information they need to make informed decisions with confidence. You will join the Research & Development team responsible for building and maintaining this software. To succeed in this role, you should have the following skills and experience

  • Relevant degree in computer science preferred, or related technology experience with 7+ years hands-on experience supporting customers in technical customer support

  • 2+ years working experience with Philips EI products and/or technology is preferred

  • ITIL Foundation certification preferred

  • Demonstrated effectiveness of exhibiting leadership through personal responsibility, accountability and teamwork

  • Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution

  • Proven ability to write technical articles outlining problems, resolution and troubleshooting steps

  • Understanding of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers)

  • Expertise with Windows systems administration (Win 2000, 2003, 2008, 2012, XP, WIN7)

  • Strong background in

  • MSSQL (2000 through 2014)

  • DICOM and HL7

  • Vmware and VMview

  • Requires highly effective communication skills, both verbal and written

  • Experience with information and application security including public key encryption, SSH, access credentials, and X.509 certificates

  • Experience using and troubleshooting the following Technologies/Protocols:

  • Server Operating Systems

  • TCP/IP networking

  • WSUS and MS Patching

  • Experience applying the following skill sets:

  • SQL Query / Report Creation

  • Power Shell Scripting

  • Visual Basic Scripting

  • Batch File Scripting

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.